Senior Digital Customer Resource Center Specialist

POSITION: Senior Digital Customer Resource Center Specialist

Position Summary:

At Cambridge Savings Bank, our purpose is to have a positive impact on our customers, employees, and the community's financial well-being. We are committed to exceeding expectations, embracing a relationship centric mindset, and having a strong commitment to diversity and inclusion. The Senior Digital Specialist is responsible for providing a high level of customer experience to the bank's small business and commercial customer as a first point of contact within with Customer Resource Center Team. Using innovative banking solutions and the most welcoming and friendly service, you will focus on delivering outstanding, seamless customer experience while collaborating with business partners, and representing our brand promise of treating every customer like they are our only customer.

Key Result Areas:

* Provide exceptional service by assisting customers with inquiries related to bank products and digital services via chat, email, and phone.

* Facilitate online account openings by processing applications and managing funding for new accounts, while effectively addressing general inquiries.

* Execute customer transactions, including video banking, with precision, ensuring strict compliance with all regulatory and security policies.

* Utilize CRM systems to meticulously track customer interactions, supporting continuous improvement in service delivery and customer satisfaction.

* Foster and maintain effective relationships with team members across departments to enhance collaboration and overall service outcomes.

* Adapt to additional responsibilities as needed, ensuring responsiveness to the evolving needs of customers and the bank.

* Conduct comprehensive customer service activities to maintain satisfaction and compliance with bank policies while cultivating customer relationships.

* Exercise sound judgment to make timely, risk-based decisions in complex situations, leveraging extensive knowledge and experience to assess and address customer needs.

* Lead and participate in special projects assigned, contributing strategic insights and leveraging expertise to drive improvements and innovations in customer service operations.

* Perform additional duties as required.

Qualifications:

* High School/Secondary School diploma

* Minimum of 2 years of retail banking experience and/ or call center experience

* Excellent written communication skills, with the ability to convey complex information clearly and concisely to customers. Strong listening skills to accurately understand and address customer needs and concerns.

* Demonstrated ability to analyze problems, identify solutions, and implement effective resolutions in a timely manner

* Strong interpersonal skills with a focus on building and maintaining positive relationships with customers and team members.

* Exceptional organizational skills, with the ability to manage multiple priorities and maintain a high level of accuracy and attention to detail.

* Ability to work effectively in a fast-paced, dynamic environment and adapt to changing priorities while multi-tasking and working independently.

* Ability to work flexible schedule, weekends, as needed.

The above description covers the most significant major responsibilities but does not exclude other occasional responsibilities and accountabilities, the inclusion of which would be in conformity with the major purpose of this job.

Location: Hybrid/Waltham, MA Salary Range: $28.8 - $37.4/hr

The reasonably estimated salary for this role at Cambridge Savings Bank ranges from $28.8 - $37.4/hr. Cambridge Saving Bank will determine actual compensation for the role based on factors including, but not limited to, the successful candidate's skills, qualifications, and experience. In addition, Cambridge Savings Bank offers a wide range of comprehensive and inclusive employee benefits for full-time roles including healthcare, parental planning, mental health benefits, performance bonus opportunities, a 401(k) plan and match, flexible time off, and others.

About Cambridge Savings Bank:

Cambridge Savings Bank is a full-service banking institution with over $7 billion in assets. As a mutual bank, CSB is committed to improving the quality of life of our employees, customers, and the communities we serve. One of the oldest and largest community banks in Massachusetts, Cambridge Savings Bank offers a full line of individual and business banking services across a robust Massachusetts-based branch network and through digital banking solutions for commercial, small business and consumer customers. To learn more about how we can meet your needs, visit us at cambridgesavings.com, or better yet, come meet us to help you make the most out of your banking relationship. Member FDIC. Equal Housing Lender. NMLS # 543370.